We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128085 results
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Decision Reference DRN-4196924
19 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4196924 The complaint Mrs T complains that HSBC UK Bank Plc (HSBC) caused an exchange loss. What happened Mrs T was getting money together to pay for a property renovation. She had a GBP account with HSBC, and a euro currency account. In September 2022, she wanted to send funds (in eur... (4 pages)View decision -
Decision Reference DRN-4183618
19 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4183618 The complaint Ms K complains about what happened when she asked Barclays Bank UK PLC for a mortgage. She said its delays meant her offer didn’t last long enough for her to complete her purchase, and it refused to extend the offer until after her purchase fell through. What happ... (6 pages)View decision -
Decision Reference DRN-4124942
19 Jun 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4124942 The complaint Miss K complains that Creation Consumer Finance Ltd irresponsibly provided her with a credit account. What happened Miss K applied for and was granted a credit account with a limit of £3,500, for a high street retailer, provided by Creation, in June 2018. She took... (3 pages)View decision -
Decision Reference DRN-4160594
19 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160594 The complaint Mr U complains that Monzo Bank Ltd won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and based... (3 pages)View decision -
Decision Reference DRN-4012974
19 Jun 2023 Society of Lloyd's UpheldInsuranceDRN-4012974 The complaint Mr and Mrs W complain Society of Lloyd’s (“Lloyd’s”) has unfairly declined a claim they made for damage caused by subsidence. What happened In 2021, Mr and Mrs W contacted Lloyd’s to report cracks found in their property. Lloyd’s declined the claim. It said Mr and... (3 pages)View decision -
Decision Reference DRN-4177649
19 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4177649 The complaint Mrs S complains that Aviva Insurance Limited hasn’t offered a fair settlement for the total loss of her vehicle after a claim was made on her motor insurance policy. What happened In 2022, Mrs S was involved in a car accident which caused damage to her vehicle. So... (3 pages)View decision -
Decision Reference DRN-4120499
19 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-4120499 The complaint Ms S complains about Covea Insurance plc (“Covea”) for declining her claim for stolen jewellery. She wants Covea to settle her claim. What happened Ms S insured her home and contents with Covea. In late 2022, Ms S suffered a burglary and damage was caused to her h... (2 pages)View decision -
Decision Reference DRN-4196519
19 Jun 2023 Allianz Insurance Plc UpheldInsuranceDRN-4196519 The complaint Mrs N has complained that Allianz Insurance Plc trading as Petplan added an unfair exclusion to her horse’s insurance policy. Mrs N thinks the exclusion is too broad. What happened Mrs N took out insurance for her horse with Allianz in May 2020. Allianz said it re... (2 pages)View decision -
Decision Reference DRN-3952118
19 Jun 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3952118 The complaint Mr M complains PrePay Technologies Limited (PrePay) blocked his prepaid currency card without any notification causing him inconvenience while overseas. What happened Mr M says while he was overseas in 2021, he attempted to use his prepaid currency account (PCA) w... (3 pages)View decision -
Decision Reference DRN-4196559
19 Jun 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4196559 The complaint Mr B has complained that Lloyds Bank General Insurance Limited failed to respond to a claim he made for unemployment on his credit card payment protection insurance (PPI) policy. What happened In July 2021 Lloyds upheld a complaint that Mr B made about the PPI hav... (2 pages)View decision